Lost, Stolen, Damaged, Incorrect, or Missing Items

Delivered Packages

Lummis Nova is not responsible for packages marked as “Delivered” by the shipping carrier that are subsequently lost or stolen. This includes, but is not limited to, theft from porches, mailrooms, front desks, lockers, or other designated delivery locations.

Customers are responsible for ensuring a secure delivery environment, actively monitoring shipment tracking, and retrieving packages promptly upon delivery.

If package theft is a concern, we strongly recommend selecting carrier hold services, requesting signature-required delivery (when available), or shipping to a secure address.

Non-Delivery, Damage, or Fulfillment Errors

All shipping-related issues, excluding theft after delivery, must be reported within seven (7) calendar days of the carrier’s delivery or attempted delivery date. This reporting window is strictly enforced. Claims submitted outside this timeframe will be declined without exception.

For claims involving damage, missing items, or fulfillment errors, the following documentation is required:

  • A continuous unboxing video recorded from the moment the package is first opened

  • Clear photos of the external packaging

  • Clear photos of the package contents

  • Clear photos of the included packing slip

  • The shipment tracking number

  • A brief written explanation of the issue

Claims missing any required documentation may be denied.

If a claim is reviewed and confirmed to be a Lummis Nova fulfillment or shipping error, the affected items will be reshipped at no additional cost. Cash refunds are not issued.

Cancellations, Returns & Refunds

All sales are final.

Once an order is placed, it cannot be canceled or modified. Due to the sensitive nature of research materials and applicable regulatory considerations:

  • Returns are not accepted

  • Refunds are not issued for change of mind, user error, or refused deliveries

  • Chargebacks for delivered or stolen packages will be formally disputed with supporting documentation

Reshipments are issued only in cases of verified fulfillment errors or shipping damage that fully meet the documentation requirements outlined above.

Our Commitment

Lummis Nova is committed to accurate fulfillment, secure packaging, and timely shipment of every order. To ensure fairness, prevent misuse, and protect all parties involved, these policies are strictly enforced.

By placing an order with Lummis Nova, you acknowledge and agree to these terms.